The Fire Place Warehouse (Burnley( Ltd Reviews 78

Don’t get ripped off by this company, plenty of competition around.

During our first few visits the customer service was great, we were dealt with promptly and efficiently and the saleswoman, Helen, was very patient whilst we changed our minds a few times about what sort of design we wanted. We were given an idea about what sort of cost we would be looking at and decided to book in for a survey and get the ball rolling.....................that's when things changed ! Despite repeated emails to chase up a final itemised quote (which they somehow seemed reluctant to provide) and book in for a survey we were totally ignored and for some reason they would not reply to any emails (and yes, I do constantly check my junk email folder). The only time I could contact them by phone was after my working day and they were already closed so that wasn't an option. Seems a very strange way of running a business. So after a good few weeks of the Fireplace Warehouse wasting our time, we, by chance, came across somewhere slightly less local and were in and out within 45 mins having found exactly what we wanted, with a survey the following day, ready to fit in three weeks and with a considerable saving on what the Fireplace Warehouse were `roughly` quoting us. Since then we have been told about quite a few people who have had negative experiences, so it would seem that they actual did us a favour in the end. A 1 star review but 5 stars for pushing us to find a better deal elsewhere.

I purchased a fireplace from the fireplace warehouse Burnley on the at the beginning week of October 2021 and I booked a professional gas company to come and fit the fireplace in the on the 21st October. when the engineer took the fire out the box, it had a piece of glass that was broken and u reported it to the company as the gas engineer said it’s too dangerous to fit. I’ve been chasing fireplace warehouse Burnley fir 8 days now regarding this broken glass and all u keep getting told that someone will be in touch and no one does

Manager booked a fitting on a day the company couldn’t honour and then proceeded to lie his way out of it. Called him out and complained (the lie had delayed fitting by weeks), directors refused to adjust price and refused my request to cancel the order.

The work when finally completed was good but the management/admin are an utter shambles.

EDIT: company tried to challenge review on the basis it “didn’t relate to this business” - evidently their complaints also go undocumented internally

Unfortunately we have not had the best experience with this company, which has led to our order being cancelled. The whole experience has been very stressful. I would suggest either using another company altogether if you require a full order and installation, or visit the showroom to help you decide what you like and then order online for cheaper elsewhere and find your own installer.

Unfortunately after having a discussion with others we have found they have had a similar experience.

AVOID FIREPLACE WAREHOUSE. Canterbury Fireplaces excellent Customer Care. Everything went to plan a truly professional business that knows how to treat customers. Originally went to Fireplace Warehouse but was let down by a rude fitter twice. When phoned up to complain was fobbed off by saying they would contact me to discuss fitting the fire. Never did. Found a company that is 1000 times better . Stay away from Fireplace Warehouse and visit Canterbury Fires. You will never regret it

I have been waiting 6 weeks for an order.
I was told delivery would be 3 weeks ago then promised last week at the absolute latest. Phoned again and got no further and no apology. I cannot recommend this company at all.

THE WORST FIREPLACE BUSINESS EVER!!

Avoid everyone!!

A delivery date was confirmed for a fireplace we bought and its still not arrived 2 months later!!!! Despite ringing up numerous times they just cut the call on us as soon as we explain the situation to them!!

Will definitely not be coming back

The service was ok, spend over £1000 however was made to wait for a long time to been served. Gent serving eventually got free to advise and was helpful. However he seemed over worked - poor staffing levels but apart from that I’m pleased

Ordered a modular coal set for my legend fire.
After a week I emailed to ask when I should expect delivery as I hadn't heard or received any delivery confirmation. I was imagining the package would be rather large and fragile so wanted to make sure I was in for delivery or at the least check they'd be ok to leave with a neighbour (so I could maybe prewarn her). I received a reply to say it was a manufacture direct delivery so I should expect it the next week.
Another 10 days past with no delivery, I rang and asked when I should expect it. Guy told me again that it was a manufacture direct delivery....I asked if I could have some more info and so he took my number and promised to check and get back to me - he never did!! A few days later a rang again and asked when I should expect delivery because someone was meant to be looking into it. Again got the line 'its a manufacture direct delivery' as if that was the answer to my question. Again I asked if they had any info on delivery date as id been Intouch a few times now and was beginning to get very concerned... I was then told rudely and abruptly (by Adam I think was his name) that 'if he could just get off the phone then he could check!!!!' as if I was some ranting lunatic asking for something that was privileged information. I said that by all means please look into it as that was all I'd wanted all along! Adam called back a couple of hours later to tell me it would be delivered the coming Thursday. Great, finally a date I thought, I took Thursday off work as Adam didn't have any other information and said it would probably be a courier delivery? Nothing arrived!!
My husband then rang the office to enquire what was going on. He was told by a female that manufacturer didn't have any in stock and looked to be maybe next Thursday / Friday now. Obviously we weren't happy and were going to cancel order and request refund if this new revised delivery didn't happen (god only knows how that would have went). I wasn't going to take another day off incase it didn't happen and so on the following Thursday my neighbour thankfully took the large delivery in for me to my embarrassment.
What an absolute palaver!! I was made to feel stupid and annoying by all staff but more so by the aggressive tones of one of their staff.
If it wasn't for lack of options we would have cancelled order.

Do not buy an electric fire from here.
Visited the Bolton branch and ordered an electric fire, we were asked about the fitment of the current fire and we confirmed it was wired into the wall to a fuse unit and not plugged in via a 3 pin plug. We were told by the salesperson this wouldn't be an issue, the fitters will take care of everything including channelling any addition wires into the wall and plastering over if required, brilliant.
What they neglected to tell us was that The Fireplace Warehouse do not employ any electricians (only found this out after the fire was "fitted") so the fitters removed the existing electrics and left us with 2, 3 pin plugs with no sockets to plug them into as they aren’t qualified to do anything else. At no point before fitment were we told that 3 pin plugs would be required for the fire even when we specifically explained our current electrics were wired into the wall.
Called the Bolton Branch on a Saturday to raise the issue and was told they couldn’t look into it today someone would call me back on Monday. On Monday nobody called, so I chased and was asked by another salesperson to e-mail the issue in which I did and I was told someone from the store would call me back. They didn't, Instead the fitter called to tell me what I already knew so not sure why they called, explained the issue was with the store which he thought it was, in truth we were both a bit confused as to why the store had asked him to call me.
On Tuesday I called the store again and was told that they believed the issue was resolved (not sure how) and would have to speak to the fitter and call me back. The fitter called again this time to see if he could come out and resolve the issue, he was even going to bring an electrician with him hurrah! Both turned up as agreed, spent 10 minutes working out what the electrician would need to do (small job remove the fuse unit and replace with a plug socket) and left saying they needed to speak to the store and someone would call me back on Wednesday.
No call back again on Wednesday so I called again and spoke to the third sales person who had not been made aware of the issue but they would look into it and get back to me. Had a call back from this salesperson (yay! first returned phone call from the store) to say they couldn't help until they had spoken to the original salesperson who sold us the fire. They were on holiday and not in until the following week so it would have to wait for then but that someone would contact me on Monday. It would have been great to have been told this after the first phone call. At this point I asked to escalate this to a complaint and for a call back off a manger, was just told “that’s not going to happen”!, I may have been slightly annoyed by this (understandably) and told them I wouldn’t trust them to sell me a pencil sharpener (to be fair I stand by this)
Monday, no call back. Tuesday, big shock, still no call back. Again I called to chase and spoke to the original salesperson. They advised that they had previously told us a plug was required and that we would have to arrange it ourselves. This absolutely did not happen, had they said they had misunderstood I would be ok with that, still expect them to make it good but at least they would be taking some ownership. Nope instead they stuck to the line of telling me a conversation happened that just didn’t. I asked to escalate this again to a manger and was told I would get a call back. Salesperson 2 called back this time advising he had spoken to the director of the company and they wouldn’t be arranging for the fire to be wired in or a socket to be fitted (thinking about it probably best they didn’t do this seen as they don’t employ any electricians!) and that was the end of it.
Now left having to sort my own electrician to sort this, only a small cost but not the point. Just hope that when we eventually plug the fire in it actually works as have absolutely no confidence they would resolve any issue if it doesn’t, especially given they don’t employ and electricians! (have I mentioned that?)
Also just to note numerous times throughout we were told just to plug the fire into an extension, don’t do this unless you want to burn your house down, it’s not safe to plug a fire into an extension as extensions can overheat when something drawing as much electricity as a fire is plugged into them. Not great advice from a company that sells electric fires.
Terrible customer service absolutely would not recommend unless you are looking to waste a lot of your time, money and get dreadful service, in that case 10/10!

Hello,

if there was an option to award a rating of Zero, that's what I would given them.

The Fireplace Warehouse (Bolton)
115 Chorley Old Road
Bolton
BL1 3AS

My Oder Reference: 92927B

On 04/01/2019 I visited the Fireplace Warehouse (Bolton) to look at fireplaces. I chose one and used my Citibank Credit Card to make the full payment of £1,217. Citibank are based in Bahrain, where I was working at the time. This amount was deducted from my Citibank Credit Card account and the Fireplace Warehouse received it. All okay I thought. (Two weeks before, I paid Howdens (Bury) for a kitchen with the same card and no problems there).
The next day the Assistant Manager at the Fireplace Warehouse contacted me and said that they would not accept payment from my Citibank Credit Card and asked me to make payment using another card. I was confused about this request, so I went to the store to clarify the situation.

They explained that they could not accept payment using my Citibank Credit Card and that I would have to pay with another card. I explained that they had already received the full payment of £1,217 and showed them my Citibank Credit Card account statement to prove it. As was happy to pay using my UK Visa Card as soon as they returned the £1,217 back to my Citibank Credit Card account. This is where the problems began. They refused to refund this money until I paid another £1,217 first. So yes, they wanted me to pay out £2,434 for a fireplace that cost £1,217. I thought this behaviour was damned unreasonable. It was then explained to me very clearly, that they would not order the items until payment had been received. Again, I said that they had been paid already and showed them a copy of my Citibank Credit Card account statement to show to prove it. They would not budge.

I thought about whether or not I wanted to do business with such an unscrupulous company. The type of company that, because of their own payment policy failings, was happy to double charge customers at any opportunity. The type of company that would not order the goods until they had been paid for via a method, they were happy with, even though the full payment had been sat in their account for a day or two. I decided that I did not want to be associated with that sort of company in any way, and told them that I wanted to cancel my order and to refund the full payment back to my Citibank Credit Card account.

To cancel my order, I had to make this request in writing. I hastily wrote it down on some paper they provided. They then explained that there would be a 35% re-stocking fee. I was gobsmacked. A re-stocking fee for items that they had not even ordered but had greedily took £1,217 from me for. I left the shop in disgust.
I made repeated requests to the Fireplace Warehouse for the contact details of their supplier from which they sourced my fireplace. I wanted the supplier to confirm whether or not they had actually delivered my fireplace to the Fireplace Warehouse. If they had then so be it. If they had not, there was no reason to charge me the outrageous 35% re-stocking fee. The Fireplace Warehouse never answered my requests.

There was only conclusion to be drawn. The Fireplace Warehouse had not ordered my items from their supplier but saw an easy opportunity to take money from a customer. Eventually, £901 was refunded to my account, meaning the Fireplace Warehouse withheld £316 from me for ‘re-stocking’.

On a final note, even though I had cancelled the order and done so in writing, they still contacted me about cancelling the installation date and threatening some sort of penalty payment if it was not cancelled in time. Unbelievable.

I would not use this company again. I hope you don't get the same treatment as me.

The Fireplace Warehouse - greedy, abysmal, unprofessional and immoral.

Excellent service, reported a fault with a lady on reception who referred us to a gentleman who said he would contact the fitter and get him to call us asap, the shop rang me back later to check if the fitter had rung. The fitter had already been and fixed it all within 3 hours.

I visited the store with my partner as we are a young couple who have recently bought a house.

We went to look at a range of stoves and when we got to the fireplace warehouse, we couldn’t have been greeted in a better manner the staff where unbelievably helpful and seemed extremely enthusiastic.

As we are no experts on fires we were worried that we wouldn’t get the best for our money.

However, this wasn’t the the case at the fireplace warehouse as the stove experts showed us through a range of different stoves within our budget and didn’t push us into anything.

We picked a sunvision stove and a week later the fitters came out to our home and installed the stove in a clean and tidy fashion. The workmen where brilliant and had a attention for detail.

We are overwhelmed with the installation and would highly recommended anyone to go to the fireplace warehouse.

May 2015, spent 4000 pounds on the most expensive fire in the showroom, 20 months later the fire wont start, called them, they say my warranty is void as I did not carry out a service after 12 months. No where in the contract I signed or the invoice did it state I had to do this, I was told that I would be contacted for a service date by the company when needed. I spoke to them today 3 times and they are not interested even to send someone out, its a pilot flame ffs, but they wont life a finger to help, disgusted!~

After months of searching for a new fireplace for our home ( to many shops visited in the North West area!)we came across The Fireplace warehouse website. We found a fireplace that we liked and called their customer services department to check for availability.and were told it was in-stock. Placed the order on-line and our new fireplace has been installed with our existing gas fire. The fireplace was well packaged and delivered by 2 delivery men. I was a little consider about spending more than £1000 online, but have heard of the company through their TV adverts. Overall we couldn't be happier with the service or quality of the product